Artificial Intelligence: Why It Will Never Completely Replace Humans in Business

While Artificial Intelligence (otherwise known as AI) is advancing at a rather fast pace and becoming more sophisticated by the day, it must be said that it will never completely replace humans. So, let’s talk about some of the reasons whyhumans are irreplaceablein the business world.

Artificial Intelligence lacks that human touch

While AI may offer answers that are precise and detailed at an incredibly fast pace, it’s fair to say that they don't have the personal touch. The responses are often clearly mass produced and lack the human element that most people really appreciate. The human touch often makes people feel like what they say has worth and is not just being stored away in a computer. This is particularly the case of some older people who haven’t quite adapted to the Internet, and, of course, there are also those who still remember the good old days of face-to-face business and are unwilling to bid it adieu.

Let’s also not forget that it has been pretty well established and that for simple queries there is no issue using some form of AI, but when the issues get a little more serious and complex, many believe that it is better to deal with humans. This is due to the rather widespread belief thatAI systems arenot able to give the nuanced answer or explanation that is needed. People are more likely to be comforted by a human than a machine, and so it isn’t hard to see why humans will not be out of the business world anytime soon.

It has potential, but it will always need a little extra help

While it is a pretty widespread belief that machines will one day be the sole force behind customer service as well as a necessity for every business, it’s really not a possibility. AI robots can't manage themselves or work entirely without at least a little human intervention. Departments will need some knowledge managers, computational linguistics and human-machine interface specialists to aid the robots and to ensure that everything runs seamlessly. They can’t do it alone! They also need to be constantly updated with the latest trends and data, which takes the human element.

AI has no concept of context

It took a lot of time, with many trials and errors along the way, but businesses have created a complex technology that is beginning to think like humans. It has the ability to solve problems and then find the truth in the meaning of words. AI is a technology that shows how machines will be able to interact with humans but it is a technology that is not there yet.

Today when it comes to understanding cultural norms, slang and multiple types of communication, AI is not at the top of the game. Even between humans from various countries or cultures, somethings can be lost in translation, and this is no different for AI. Humans are in advantage because they usually understand the context, but that’s not the case for robots! This can lead to all kinds of problems when it comes to any sort analysis-based work in particular or when it comes to digital assistants who struggle a great deal with things of this nature. This is yet another reason why humans will never truly be ousted from the business world in favour of AI.

It’s only as smart as the data that it is given

Now, when it comes to digital assistants, who are unsurprisingly becoming more artificially intelligent, there are quite a few limitations compared to a living, breathing human assistant. Most notably, a human assistant is capable of anticipating your wants and needs whereas a digital assistant relies on the data that they have been given. Furthermore, we need to update our digital assistants, but with humans, there is more understanding and more that can go unsaid yet still be comprehended.

An example of artificial intelligence and its limitations

As we all know, the food industry is utilising ChatBots more and more in their ordering process. Customers can use ChatBots to place orders as well as change ingredients with ease in many fast food restaurants. However, what if there is a problem? What if a customer receives the wrong food? What if there has been a mix-up with the ingredients? Well, that is where ChatBots become useless, and humans must step in. Humans are not only capable of solving problems but also, of pacifying customers who may be frustrated by these basic errors!

So, as you can see, Artificial Intelligence is ever increasing in sophistication and becoming more and more all-encompassing. However, there is a thing that cannot be replaced by robots, and that is the human touch given to all interactions.

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Vivocha is a provider of Next Generation Customer Engagement solutions. Its award-winning platform enables businesses to seamlessly communicate with prospects and customers directly on the website, mobile app or messaging channels, using any combination of VoIP, video, chat, callbacks and collaboration tools like assisted browsing and form and document sharing.